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business
hotel operations management

Questions and Answers of Hotel Operations Management

=+ Are process tasks and capacity configured appropriately?
=+ How are processes currently designed?
=+Why is it important to get the details of process design correct?
=+What are the benefits of using this type of technology for supermarkets?
=+Some supermarkets are using customer-tracking technology that traces the flow of customers through the shop.
=+ Try to establish, as far as you can, some of the principles that govern its layout. What layout type is a conventional supermarket and how does it differ from a manufacturing operation using the
=+3 Visit a supermarket and observe people’s behaviour. You may wish to try and observe which areas they move slowly past and which areas they seem to move past without paying attention to the
=+As with Aunt Bridget’s Pizza, Deluxe Pizza also sells a relatively wide product range for the size of its market. Currently, both markets 1 and 3 produce their products using relatively little
=+pizza at any one time. Market 2 is smaller, selling around 20,000 tons per year under its ‘Poppet’s Pizza’ brand. Although less innovative than market 1, it still sells around 12 varieties of
=+2 The International Frozen Pizza Company (IFPC) operates in three markets globally. Market 1 is its largest market, where it sells 25,000 tons of pizza per year.In this market, it trades under the
=+ (c) what are the different process design objectives for each category of service?
=+ (b) to what extent does the bank design separate processes for each of its types of service?
=+Visit a branch of a retail bank and consider the following questions: (a) what categories of service does the bank seem to offer?
=+ Are job designs appropriate?
=+ Are process technologies appropriate?
=+ Are process layouts appropriate?
=+ Do processes match volume–variety requirements?
=+Why is choosing the right resources important?
=+What do you see as the main barriers to a more widespread adoption of the idea?
=+4 According to the Ellen MacArthur Foundation, a circular economy is ‘one that is restorative and regenerative by design, and which aims to keep products, components and materials at their
=+Want to know more?Christensen, C. (1997) The Innovator’s Dilemma, Boston: Harvard Business School Press.A major influence on innovation theory.Rose, D. (2015) Enchanted Objects: Innovation,
=+What constitutes good innovation for these two types of website? Find examples of particularly good and particularly poor web design and explain the issues you’ve considered in making the
=+3 Innovation becomes particularly important at the interface between offerings and the people that use them. Consider two types of website:a) those that are trying to sell something, such as
=+a specialist agency that charged £10,000 per quarter and that would need to be in place two quarters prior to the launch. If the company met their launch date it was expected that they could
=+2 “We have to get this new product and fast”, said the operations director.“Our competitors are close behind us and I believe their products will be almost as good as ours when they launch
=+One product where customers value a very wide range of product types is that of domestic paint. Most people like to express their creativity in the choice of paints and other home-decorating
=+ What are the benefits of interactive product and service innovation?
=+4 Consider the music business as a supply network. How do music downloads and streaming affect the operations in the music business, such as more traditional record shops?
=+What new capabilities will DSD have to develop if they are to take advantage of this new product?
=+ We will also have to deliver products at short notice. Nor are we sure of how demand might grow – probably quickly.”
=+We are moving towards being a consumer company, making and delivering a higher volume of more standardized products where the underlying technology is changing fast. We must become faster in our
=+can take three months from order to completion, but customers were more interested in on-time delivery. According to their CEO, “manufacturing is really a large laboratory. That helps us to
=+3 DSD designs makes medical equipment for hospitals. It has a research culture and 50 per cent of manufacturing is done in-house. Its products are highly priced, but customers are willing to pay
=+Visit the websites of the type of business that run data centres (such as Intel, Cisco or SAP) and devise a set of criteria that could be used to evaluate potential sites.
=+2 A data centre is ‘a facility composed of networked computers and storage that businesses or other organizations use to organize, process, store and disseminate large amounts of data. A business
=+The environmental services department of a city has two recycling services – newspaper collection (NC) and general recycling (GR). The NC service is a door-to-door collection service that, at a
=+ How can operations strategy form the basis for operations improvement?
=+ ‘operations resources’ view of operations strategy?
=+ What is the difference between a ‘market requirements’
=+ What is the difference between a ‘top-down’ and ‘bottom-up’view of operations strategy?
=+● How do you think the service copes with fluctuation of demand over the day, week, month or year?
=+● Which other organizations might supply the service with products and services? (In other words, they are your ‘supplier’, but who are their suppliers)?
=+● How do you think that the service copes when something goes wrong(such as a piece of technology breaking down)?
=+● If they wanted to, how could the service be delivered at a lower cost so that the service could reduce its prices?
=+● If you were in charge of managing the delivery of these services, what would you do to improve the service?
=+● Did the service meet your expectations? If so, what did the management of the service have to do well in order to satisfy your expectations? If not, where did they fail? Why might they have
=+ What do operations managers do?
=+ What is the processes hierarchy?
=+ Why is operations management important to an organization’s performance?
=+ What is the input–transformation–output process?
4. In the text, we gave examples of the HRO principles “reluctance to simplify” and“preoccupation of failure.” Find a real-life example in which the HRO principles of“sensitivity to
3. In Box 15.5, “O-Rings and the Challenger Accident,” why were individuals hesitant to bring forward their concerns with O-ring failure? At the time, what were the potential cultural barriers at
2. Find two healthcare organizations that have received the Malcolm Baldrige Award to see whether the processes they followed prior to achieving this honor were similar or different. What is the
1. Why would the Centers for Medicare & Medicaid Services (CMS) allow an independent organization to survey healthcare organizations to ensure that they are complying with CMS standards?
3. As BPH starts to develop systems to become an HRO, how would you begin to incorporate the five principles of an HRO into the organization? Use the example of an upper level management meeting that
2. What would it take for BPH to submit an application for the Malcolm Baldrige Award? Do you think they are ready?
1. BPH is preparing for a Joint Commission survey. The Joint Commission uses a“tracer method,” which follows the patient through the healthcare organization and looks at processes at each point
10. How can mindfulness prevent errors in the healthcare setting? Give one example
9. What is an HRO? What are the five principles of HROs?
8. Why is it important that the board of directors be engaged in the quest for quality?
7. What are five themes on which healthcare organizations should focus if they want to be excellent in patient-level measures of quality and safety?
6. What are the criteria for the Malcolm Baldrige Award?
5. What is the Malcolm Baldrige Award and why is it considered prestigious?
4. What is ISO 9000 and why was it established?
3. What organizations are accredited by NCQA and why would this be important for consumers?
2. What is the difference between accreditation and certification?
1. Why would a hospital undergo accreditation by The Joint Commission? Name three benefits to the organization.
8. Connect the mind maps from Chapters 2 through 14
7. Explain the importance of anticipation and containment for highly reliable organizations
6. Learn the principles that make an organization highly reliable
5. Name five themes on which healthcare organizations with high levels of quality and safety focus
4. Describe the criteria for the Malcolm Baldrige Award
3. Articulate why the Malcolm Baldrige Award holds such prestige
2. Explain the difference between accreditation and certification
1. Describe why institutions undergo accreditation
3. What are other examples (not presented in this chapter) of how healthcare analytics can improve health at the individual, group, or population level?
2. What are the benefits and barriers to implementing ICD-10 coding? Do you think it helps improve healthcare delivery? Explain your answer.
1. How would you match patients across organizations through an HIE since you cannot use SSNs and each organization has a different way to identify individuals?
13. How do healthcare analytics improve patient care at the individual level, group or disease level, and population level? Give examples.
12. Why is it important to engage physicians in the design and implementation of EHRs?
11. Whom does HIPAA protect? How?
10. Why is interoperability important in building an HIE?
9. Why do EHR implementations fail? Give specific examples as to why failure occurs.
8. Why is IT governance important to oversee EHR activities? What are the three components of data quality?
7. What is telemedicine? Give three examples of situations in which telemedicine can improve care.
6. What is a clinical DSS and how does it benefit patients?
5. Why is it important to have providers enter orders for patients through an EHR?
4. Name three barriers to adopting an EHR and give an example of each.
3. Name three benefits of adopting an EHR.
2. What is an EHR?
1. What is the connection between health IT and flexibility?
4. Develop other flexibility measures that could be added to the dashboard (Figure 13.8).
3. Discuss the pros and cons of specialty versus multispecialty clinics.
2. Sometimes, medical innovations are not necessarily better than the old devices/treatments they are intended to replace. Can you provide some examples?
1. Are surgeons today required to be more or less flexible?
13. What are the four health IT domains for which lists of best available standards have been compiled? Briefly describe each one.14. List and describe the five strategies for technology
12. What is interoperability? Why is it important?
11. List and describe the five strategies for workforce flexibility.
10. Is reengineering or evolutionary change better aligned with process flexibility?
9. Distinguish between revolutionary and evolutionary changes.

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